Customer Support Lead
Location: São Paulo, Brazil
The Company: Chronos Consulting is part of the Coberon Chronos Group, an award-winning global leader in permanent and temporary staffing, RPO, and business process automation solutions for global multinationals. The Group owns and operates 52 offices worldwide.
Chronos Consulting’s client: Leading international digital entertainment and technology group.
Job Overview:
We are looking for a Customer Support Lead to oversee the daily operations of the Customer Support team within our Brazil iGaming operation. This role will be responsible for managing CS agents, ensuring high-quality customer service, maximizing operational efficiency, and maintaining strict compliance with internal service standards and regulatory requirements.
Key Responsibilities:
1. Customer Support Operations
* Lead and manage the Customer Support team to ensure an excellent user experience and timely issue resolution.
* Monitor daily CS performance metrics, including response time, resolution time, user satisfaction, and overall service quality.
* Handle complex customer escalations related to payments, bonuses, account issues, verification, and general platform concerns.
* Create, update, and optimize SOPs, workflows, macros, and operational guidelines for all CS processes.
* Conduct regular coaching, training, and performance management sessions for CS agents to maintain high service standards.
* Ensure 24/7 operational coverage and proper manpower allocation according to shifting business needs.
2. Team & Operational Management
* Manage team KPIs, productivity, attendance, and strict operational discipline.
* Prepare comprehensive operational reports and performance summaries for management review.
* Drive continuous improvement initiatives to enhance operational efficiency and streamline customer journeys.
* Work closely with Product, CRM, Payments, Compliance, and Tech teams to improve platform stability and user satisfaction.
* Support the setup and scaling of customer operations specifically for the Brazil market.
Qualifications:
* Overall Experience: 5+ years of experience in Customer Support, Customer Experience, or related operational functions.
* Leadership Experience: Minimum 2 years of team leadership, supervisory, or people management experience (managing teams of 5+ members is preferred).
* Core Expertise: Strong background in managing high-volume Customer Support operations, escalation handling, team performance management, and SOP/workflow optimization.
* Environment: Proven experience working in high-volume operational environments and the ability to work independently in a fast-paced startup setting.
* Soft Skills: Strong analytical, problem-solving, stakeholder management, and interpersonal communication skills.
* Language: Professional English communication skills (both written and verbal).
* Service Mindset: Deep understanding of operational discipline, service quality management, and customer-centric KPIs.